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Drive Customer Experience

Choose a Conference Track:

The inside scoop on customer experience, surveys, loyalty, journey mapping, and customer satisfaction.


Session 103

How to Elevate Customer Experience with Good Goals

Tuesday | 11:30 AM – 12:30 PM
Location: Conference Hotel
Jeff Toister

The typical contact center is awash in metrics and goals. But are these goals truly driving the right behaviors and improving customer experience? This highly interactive session will reveal the difference between good goals that can elevate customer experience and bad goals that can lead to service failures. Discover surprising findings from extensive research, experiments, and even agent interviews! Evaluate your own contact center's goals against three criteria for good goals and receive tools to help you align your agents' goals with a positive customer experience.

Session 203

Equinix: VOC-Inspired Experience Transformation

Tuesday | 2:00 PM – 3:00 PM
Location: Conference Hotel
Laura Ortman

Join Laura as she shares how Equinix is partnering with its customers on an ambitious, multi-year journey to transform their customers' experience. From revamping digital engagement platforms to simplifying business processes, Equinix is listening to customers and taking action based on their feedback to build a truly differentiated, world-class customer experience.

Session 303

Simplifying Customers' Lives with Conversational AI

Tuesday | 3:15 PM – 4:15 PM
Location: Conference Hotel
Kris Wong, Charlie Schrier

With customers busier than ever, the cornerstones of every great customer experience have become valuing customers' time and minimizing their effort. In fact, customer effort is the key predictor of loyalty and increased spending so it is no wonder that brands everywhere are trying to impact that metric however they can. A top ten US insurer, Legal & General recognized that customers' needs were evolving towards more simplified experiences. On a mission to make customers' lives easier, Legal & General identified conversational Artificial Intelligence (AI) as a solution to free up valuable time for customers while providing a simple and easy customer experience. This session will explore the forces that led customer expectations to change, how conversational AI helps simplify customers' lives, and why the innovative program at Legal & General America has been so successful.

Session 403

Improving Agent Productivity with an Effortless Agent Experience

Tuesday | 4:30 PM – 5:30 PM
Location: Conference Hotel
Laurie Simpter

Five years ago, Pier 1 realized that brands spend thousands of dollars on making an effortless customer experience, when in reality they should be focusing on an effortless agent experience to drive world-class service. This realization led them to integrate over 30 different applications (that their agents historically accessed for each service inquiry) into 1 unified solution. They now have five engagement channels, in-store and online purchase history, marketing data, and loyalty information at their fingertips, via one solution. This consolidation decreased agent training time by 50% and allowed agents to learn 30% more soft skills (versus technical skills). This has directly impacted Quality Assurance scores, which increased from 70-90% in just three years. It also has impacted employee retention. The new technology stack lets 80% of Pier 1's employees work from home (broadening the company's talent pool). Furthermore, employee turnover has decreased by 50% and Pier 1's average customer relations tenure is an impressive 3+ years!

Session 503

Bridging the Gap to Create a Personalized Customer Experience

Wednesday | 2:15 PM – 3:15 PM
Location: Conference Hotel
Emily Cramer, Scott Kolman

If an agent provides outstanding customer service, the consumer will walk away with a positive outlook on the brand. This can most easily be achieved when agents are given access to the right tools and insights to provide the customer with a personalized experience. However, one in every five contact centers has no visibility into a basic understanding of the customer. In this session, and Penn will share how they were able to step back and review things from the perspective of the customer and to understand the role the agent can play in providing consistent, relevant and easily digestible communications for a better customer experience and satisfaction.

Session 603

Evolution from Customer Service to CX Professional

Wednesday | 3:30 PM – 4:30 PM
Location: Conference Hotel
Nate Brown

What is the strategic difference between Customer Service and Customer Experience? How can contact centers become more proactive by leveraging Customer Experience (CX) best practices? Nate will help any leader understand the foundational CX disciplines while offering tools to challenge the status-quo. From establishing a VoC (voice of the customer) feedback engine, to obtaining organizational buy-in, to creating a more customer-centric culture, this session will place you on the path to Customer Experience success.

"Lori Bocklund - My favorite presenter in a session - smart, funny and filled with great information. Please keep her on the rotation of speakers at your future conferences."

Jennifer Stowell, Sales Support Supervisor, REI

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   © 2018 UBM, All Rights Reserved.